Help Request Queue

I think it would be awesome if you all could place a kiosk somewhere in the store where customers could input their name, phone number, and the department they needed help with. When an associate was available, they could select the next customers name and the customer would get a text saying "Harry is ready for you" in a designated area in that department. This would allow your customers the freedom to browse the entire store, while still being confident that they were on a list for help (customer given 5 minutes to arrive at designated area). This would cut down on customer frustration as they sit there and watch the employees getting swarmed with more agressive customers. This could also provide a valuable metric on the average time a customer has to wait in each department to get help.

I think this is a great idea! I imagine this is like what Apple does. I don't mind waiting an hour in their store because I know I'm going to recieve top end customer service. Plus, you have the option to come back later when your appointment is.

I know when you walk into a Verizon Store there is a check in kiosk. They used to have a person with a clip board. it is pretty nice that you can check in an browse. Then when it is your turn they call out your name.

And the last time I went in for a cell phone at my local Best Buy they had a clipboard to check in on.

However, the Verizon Store is very smal and it is easy to hear your name called.

I think they would have to have some sort of paging system that would work through a text message to your phone. Then you have a 60 second time window to get to your associate. It could result in a lot of time with associates waiting for the customer to come back to the department.

I personally love this idea, and I think it would be a great way to help both our customers and employees "manage" their time better. Most (if not all) stores are already equipped with a PA system, so figuring out how to implement this virtual queue with either audio or SMS paging would probably be the biggest barrier to overcome.

They piloted this in my local Best Buy store during the holidays -- called "Book A Blue Shirt." The premise was when you're in store and you launch the Best Buy app you could put in your information (or it could use your account information) to setup an appointment time with a dedicated Book A Blue Shirt representative. It should be noted there was only one per store for the pilot. From the app you would set the date/time and what you needed help with and/or area of the store you would be in and they would come find you and assist you. A friend of mine participated in the pilot and it was not as popular as you'd think it would be, but hopefully they take away some learnings from it -- i.e. the store he works at is located in an area with an older demographic so maybe instead of requiring using the Best Buy mobile app there's a "Book A Blue Shirt" kiosk in the middle of the store with computers and stools where you can sign-in and wait for assistance to come to you. Of course, if you're more technically inclined you could still use the mobile app. Also worth noting, there was no marketing or collateral provided for the program outside of 8.5 x 11 signs which if you're moving thru the store won't particularly stand out to you.